acasa Avis 39

i've never bothered to spend the time to leave a bad review in my life until my experience with acasa. AVOID LIKE THE PLAGUE.

From the moment I joined acasa I was massively mislead as to what I would have to pay for bills. During my 2 year period of using your service I was charged not only the fixed fee but I had to set up multiple additional instalments to cover bills.

I spoke to someone on the phone at the end of my tenancy and they assureed me we were all squared. 5 months later my card is then then charged £414 out of nowhere. i emaled regarding this and was sent an automated message back saying the service/email is no longer in use.

fast forward to today (over a year later) they have started to email me about a missing/late payment that is due, apparently a further £500 charge.

biggest scam i've ever encountered in my life.

I have had the worst experience with this company. They are an absolute nightmare. I have been charged nearly £3.5k for a studio flat (Basically one big room) for 1yr.
The absolute worst.
I cancelled my contact with them and they are asking for £1200 as final bill.
They charged £300 a Month for Electric and Water. The new company i am with charges £150 a month.
Rip off. Rip off

Never had such stress in my life
Please avoid
Left with 1k bill and debt colllectors
No decency to even call u to help resolve as they only email- embarrassing company worst I’ve ever known

Total incompetence

Acasa are a very poorly run company that I have finally left and after 5 or 6 months had a full (per them) refund

Several issues

Water - they told the water company and no water was being paid and I was getting letters monthly from the water company threatening to cut the property off - it took 4 to 5 months for Acasa to pick up the phone and tell the water company I had not moved out and they should pay over the money I was paying each month
Internet- They installed BT internet when i moved in and May time last year BT pulled the plug on Acasa but Acasa did not inform me about this and told me to contact BT to get the answer. - after 4 hours on the phone to 6 different departments they told me the plugs had been pulled. I ended up getting one from Vodaphone but was two weeks with out the interrnet
Electricity - what a comical show chopping and changing suppliers. Back in March 2025 they said I had underpaid £1079 that I had to oay back - in the time I was in the flat I had not even used that amount and they were charging well over odds

I managed to prove to them I had well over paid on these three arreas and took 5 to 6 months to get this repaid

There is no dedicated phone number, I got more responce writing to Goodlord than emailing Acasa - they sat behind a 2 week reply deadline so it was always 2 weeks to just get a yes or no answer - will never recommend or use them again

They took my money, never set up Thames water bills properly and never responded to my queries about it, let alone resolved anything. Now getting warnings from Thames Water and my credit score is threatened. Useless as can be.

READ THE REVIEWS!! Incredibly incompetent company. Once we realised we had entered a contract and wanted to cancel they made the cancellation process nothing but an absolute nightmare. Every time I called to cancel, the cancellation fee was increased, they told us £490 at one stage. After reading the terms and conditions, we were only liable to pay £200 (still incredibly expensive considering we were 3 months away from moving in). After this, the cancellation was being ‘processed’ but they still contacted utility companies to set up an account over 2 months after cancelling (they use a company called The Student Group). Awful company. Do not make the mistake we did and set up an account as Goodlord endorse it.

Scam through and through!Terrible!! Ive been with them for 3 months and only issues! Now turns out im behind on the water bill! And damn right i cant get in touch with them as no one from the Acasa app can get involved (or so they say) and theres no other contact option for these people except email to which they never answer! I am considering going to the police and suing them because they are clearly a scam! They forget not everyone is a student.

I would give no stars if I could they prices are unbelievable as it's the first time i rented with my daughter thought I would go with them, other family members told me the bills were way to high so I cancelled in the 14 period i cancelled 2 days after joining which is so hard to do to get intouch with anybody is a nightmare. I had it all in emails I was contacted a month ago to say I hadn't paid I sent the email to say I had cancelled which they agreed with. Then once again today this is 2 months later they are saying we owe money I have just forwarded the emails to say it was cancelled once again. They are so stressful im with all different companies and pay my bills on time . This company is such a scam and goes for peoples weakness as they no we feel it's a easy option to have all bills in one place and it's virtually impossible to talk to anybody. I'm just glad I have proof I will be blocking them . PLEASE DONT ANYBODY GO WITH THIS COMPANY it gives you nothing but stress when we're all watching our pennies in difficult times. I'm just glad I have a email stating it was cancelled ages ago.

This company contacted me and my housemates regarding bills for our first university house share after we signed with our letting agent falsely saying they were affiliated with the company. They are NOT. They charged us for bills we had already paid directly to our letting agency and are impossible to get in contact with when it comes to cancelling a plan despite there being no contract. I don't know what sick sort of pleasure the people who run ACASA get from scamming university students along with so many others. Do not use this company!! Their entire operation is false and preys on people moving into new places. Actually disgusting behaviour.

DO NOT USE THIS COMPANY

My experience with Acasa has been a complete disaster. At first, their response times were decent and setting up bills went smoothly, which gave me false hope in their service. But the moment a problem arose, their entire operation collapsed into chaos.

Communication slowed to a crawl and became utterly useless—responses were dismissive, contradictory, and full of empty excuses. Despite countless attempts to get any kind of resolution, Acasa showed zero accountability or understanding of the issues, and made it painfully clear they have no intention of helping their customers.

The sharp decline from initial “helpfulness” to total neglect was staggering and frankly insulting. Their blatant disregard for customer care is unacceptable and unprofessional.

I regret trusting Acasa with my business. Their incompetence, arrogance, and utter lack of respect for clients have caused me nothing but frustration and wasted time. If you value your sanity and your money, steer clear of Acasa at all costs.

This company will take your money and not pay your bills that is all you need to know.
My partner and I moved in to our rental property in april we have been billed £300 each month and we still have no Wi-Fi. No one is getting back to us by WhatsApp email and apparently there is no phone number to call.
We are unaware whether this company is even paying the bills that we are paying them to do.
no experience or help or support.
My partner has tried contacting by WhatsApp chat email and Telephone for over three months with LITTLE to no response.
Nick is the CEO. You can find him on LinkedIn.
Please take your money elsewhere.

Do not USE this App!
Very slow support
Everything in one please but you pay more 💲
1 mount before I live I try to sort everything with them and I have confirmation I don't have nothing to pay ✅
6 mount after I live the property I receive Email from Goodlord Bills - £420 wtf?

What a load of Sh***! You pay double what you would if you just do your own utilities. Absolute donuts the lot of them. We paid them every month and they stopped paying our bills 2 months in. Now left we 10 month worth of utilities to pay and they are nowhere to be seen now.

These guys are absolutely awful and I would not wish their service on my worst enemy.

As if moving homes wasn't stressful enough, Acasa have made everything 10 times worse.

If you signed a contract/sorted a contract etc through Goodlord, you would likely have downloaded an app called Acasa. This app is targeted towards students and first time renters.

On this app, there are various 'all inclusive' packages for bills that supposedly make bill payments easier to track and split. NOT THE CASE!
Firstly, the 'fibre optic' broadband they include is actually a 4G router- no better than the 4G connection you'd get on a mobile.

Secondly, the price per month is not fixed and is entirely variable. This is not made obvious and they will slap you with a bill at the end of the tenancy.

Want to cancel? Good luck. There is no phone number for customer service, only a 'chat', where I spoke to someone who gave me two incorrect emails for customer service. Once finally given the right one, I didn't receive a response for three hours, despite the 'chat' guy telling me that himself and the customer service guys were discussing my emails together and so 'not to panic'?! Crazy ridiculous.

My attempt was to cancel within the 14 day 'cool off' window, to avoid cancellation fees. They deliberately made this as hard as possible, with emails back and forth completely disregarding my wish to cancel and instead asking about what issues I had with my 4G router and what other providers I was looking at.

It was only after I sent them their terms and conditions stipulating their cancellation policy and threatening legal action that I was granted a cancellation... apparently.

After receiving email confirmation that the contract would be cancelled and refunded, I received an email this week saying that if I did not call their sales line in 24 hours, they would assume my cancellation is 'void' and that I no longer wish to cancel?! What an absolute joke.

They also told me I would now be paying a cancellation fee, because by the time the cancellation was 'resolved' I had passed the cool off window- despite having contacted them well within the cool off time frame.

This is detailed and potentially boring- however I hope it helps at least one person avoid a complete scam.

URGENT WARNING - Do not use Acasa. They are profiteering for themselves and the Landlord. Acasa is a trading name for GoodLord, whose purpose is to generate additional revenue and maximise it for themselves and the Landlord.
To give an exact comparison:
--Electric--
Acasa: £379.30 per month
Octopus Energy (Existing supply): £56.70 per month
--Water--
Acasa: £46.33 per month
Yorkshire Water: £24.00
That's an additional £344.93 per month that Acasa are generating for themself and their Landlord.
This is bordering on criminal and needs some form of regulation to prevent tenants from going into unnecessary debt.

Not understating anything here, but Acasa is THE worst company I have ever dealt with.

The tracking of bill payments, along with the automatic debiting that that happens when a housemate doesn't pay caused absolute chaos within the household and ended up creating a very toxic situation in which one housemate ended up leaving.

Additionally, for the time we were having these issues, there was no clear way to make payments into the account directly and no way to contact them over the phone to resolve any of the issues.

Once we had moved out, we thought we had paid the final total on the house, but they have now contacted us 2 years later to say there is a final bill that they have only just calculated.

It isn't a scam, but it could well be with the severe miscommunication and underdelivery of their service. Wouldn't recommend this company to my worst enemy.

This company WILL charge you for not being in the property. After my tennancy ended after a year of being with these they have decided to try an bill me 200£ as a final sum, for context someone else lives in the property and i paid an admin charge monthly. AVOID LIKE THE PLAGUE

This a group of scammers, I kept getting prompts that I sign in for billing all inclusive, it was summing up to £411 a month, without council tax. So I called and opted out. I was in a mix of confusion since I had picked sky to provide internet from their package without knowing that by signing for sky, I signed up for the £411 per month🙆🏾‍♀️.

They contacted me saying if I opt to cancel, then I should refer cancellation fee which was £365, remember I moved in my new house on 11 march 2025 and opted out on 27 march 2025. And now they say cancellation charges apply. Acasa are scammers be warned.

Apparently a scam, excessive charges, no way to dispute, support is unhelpful and slow. not transparent in their billing practices. I cant believe they havnt been shut down or had a class action lawsuit against them. I think Ive been overcharged anywhere between 3-6k over the last 2 years. 6 months after leaving the residence I was sent a "final bill" for 600 and they refuse to break it down for me or delay payment

Worst energy providers. No one to talk to. You pay expensive monthly to then be slapped with a huge bill. Should have ended my contract with them months ago. DO NOT USE